Senior High School

NOT

Computer Systems
Servicing
Quarter 1 - Module 3
Applying Quality Standards

Department of Education ● Republic of the Philippines

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What’s New

Engage In Quality Improvement

Parts of quality management

QI is part of quality management. It exists alongside quality control, quality assurance, and
quality planning. Below is an explanation of the four parts that make up quality management.
Quality control
Quality control or QC is a system in manufacturing for maintaining standards. Inspectors
examine the final product to make sure it meets standards and specifications. When the
company provides a service, the inspector checks the end results

Quality assurance
Quality assurance or QA is a program for the systematic monitoring of different aspects of
production. We also use QA for projects and services. QC occurs after the finished product
is completed, while QA happens before.

Quality improvement

Quality improvement or QI focuses on improving the production process. However, the

target could be any part of an organization.

One vital ingredient in successful and sustained improvement is how changes are introduced
and implemented.

Quality planning

Quality planning or QP refers to the process of identifying which quality standards to focus
on and then determine what to do.

Quality planning means planning how to fulfill process and product (deliverable) quality
requirements. Quality is the degree to which a set of inherent characteristics fulfill
requirements.”

In technical usage, quality can have two meanings:

1. the characteristics of a product or service that bear on its ability to satisfy stated or implied
needs.
2. a product or service free of deficiencies.

The quality of a product or service refers to the perception of the degree to which the product
or service meets the customer's expectations. Quality has no specific meaning unless
related to a specific function and/or object. Quality is a perceptual, conditional and somewhat
subjective attribute.
The dimensions of quality refer to the attributes that quality achieves in Operations
Management:
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Quality <-> Dependability <-> Speed <-> Flexibility <-> Cost

In the manufacturing industry it is commonly stated that “Quality drives productivity.”

Improved productivity is a source of greater revenues, employment opportunities and
technological advances. The best way to think about quality is in process control. If the
process is under control, inspection is not necessary. However, there is one characteristic of
modern quality that is universal. In the past, when we tried to improve quality, typically
defined as producing fewer defective parts, we did so at the expense of increased cost,
increased task time, longer cycle time, etc.

Quality improvement is a systematic approach to the elimination or reduction of rework,

waste, and losses in the production process. Quality improvement (QI) refers to methods to
improve the production process. It requires getting rid of or changing parts of the process
that do not function optimally.

Quality and Task-Completion Checking

With development teams of two or three in daily contact and frequently exchanging views
and criticisms, detailed, written quality and task-completion checking procedures may be felt
to be unnecessary. Procedures still need to be agreed and the results need to be
documented. The need to check quality and task completion applies at all stages of the
development process but is underlined especially during the prototype validation stages.
The importance of documenting checks applies whatever the size of the team and whatever
the complexity of the software. In the production of assets, this may involve checking to
confirm the following:

d;
-sizes in
a directory listing can be helpful in identifying problem files which are either much too large
or much too small);
lution (screen-size and bit depth in the case of graphics;
duration, sampling frequency and bit-depth in the case of sound files);

equipment is acceptable.

Note that sampling is seldom a satisfactory checking method. Checking should be

exhaustive, unless for reasons of time or economy this is impossible. Usually, however,
trying to economize on checking and testing is a false economy and cutting corners here will
often come back to haunt the development team. At the end of the day, all files will need to
be tested and, if at all possible, this should be done sooner rather than at a later trial stage.
Quality Improvement Processes
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Manufacturers can choose from a variety of tools to improve their quality processes. The
trick is to know which tools to use for each situation and increasing the sophistication of the
tools in the repertoire.
Easy to implement and follow up, the most commonly used and well-known quality process
is the plan/do/check/act (PDCA) cycle (Figure 1). Other processes are a takeoff of this
method, much in the way that computers today are takeoffs of the original IBM system. The
PDCA cycle promotes continuous improvement and should thus be visualized as a spiral
instead of a closed circle.
Another popular quality improvement process is the six-step PROFIT model in which the
acronym stands for:

P = Problem definition.
R = Root cause identification and analysis.
O = Optimal solution based on root cause(s).
F = Finalize how the corrective action will be implemented.
I = Implement the plan.
T = Track the effectiveness of the implementation and verify that the desired results are met.

If the desired results are not met, the cycle is repeated. Both the PDCA and the PROFIT
models can be used for problem solving as well as for continuous quality improvement. In
companies that follow total quality principles, whichever model is chosen should be used
consistently in every department or function in which quality improvement teams are
working.

Plan Figure 1. The

Define a problem or opportunity.
most common
Study and define the problem; brainstorm for causes and corrective
actions. process for
Develop an implementation plan. quality
Do improvement is
Implement corrective action. the
Document the procedure and observation.
Use data-gathering to collect information. plan/do/check/act
Check cycle outlined
Analyze information. above. The cycle
Monitor trends. promotes
Compare obtained results against expected result from plan.
Act continuous
If the results are as expected, do nothing. improvement and
If the results are not expected, repeat the plan/do/check/act cycle. should be thought
Document the process and the revised plan. of as a spiral, not
a circle.

Once the basic problem-solving or quality improvement process is understood, the

addition of quality tools can make the process proceed more quickly and systematically.
Seven simple tools can be used by any professional to ease the quality improvement
process: flowcharts, check sheets, Pareto diagrams, cause and effect diagrams, histograms,
scatter diagrams, and control charts. (Some books describe a graph instead of a flowchart
as one of the seven tools.)
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The key to successful problem resolution is the ability to identify the problem, use the
appropriate tools based on the nature of the problem, and communicate the solution quickly
to others. Inexperienced personnel might do best by starting with the Pareto chart and the
cause and effect diagram before tackling the use of the other tools. Those two tools are used
most widely by quality improvement teams.

FLOWCHARTS
Flowcharts describe a process in as much detail as
possible by graphically displaying the steps in proper
sequence. A good flowchart should show all process steps
under analysis by the quality improvement team, identify
critical process points for control, suggest areas for further
improvement, and help explain and solve a problem.
Flowcharts can be simple, such as the one featured
in Figure 2, or they can be made up of numerous boxes,
symbols, and if/then directional steps. In more complex
versions, flowcharts indicate the process steps in the
appropriate sequence, the conditions in those steps, and
the related constraints by using elements such as arrows,
yes/no choices, or if/then statements.

Figure 2. A basic process flowchart displays several paths

in troubleshooting a lamp.

CHECK SHEETS
Check sheets help organize data by category. They show how many times each
particular value occurs, and their information is increasingly helpful as more data are
collected. More than 50 observations should be available to be charted for this tool to be
really useful. Check sheets minimize clerical work since the operator merely adds a mark to
the tally on the prepared sheet rather than writing out a figure (Figure 3). By showing the
frequency of a particular defect (e.g., in a molded part) and how often it occurs in a specific
location, check sheets help operators spot problems. The check sheet example shows a list
of molded part defects on a production line covering a week's time. One can easily see
where to set priorities based on results shown on this check sheet. Assuming the production
flow is the same on each day, the part with the largest number of defects carries the highest
priority for correction.

Figure-3.
Because it
clearly
organizes data,
a check sheet is
the easiest way
to track
information
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PARETO DIAGRAMS

The Pareto diagram is named after Vilfredo Pareto, a 19th-century Italian economist.
are caused by 20% of the potential sources.
A Pareto diagram puts data in a hierarchical order (Figure 4), which allows the most
significant problems to be corrected first. The Pareto analysis technique is used primarily to
identify and evaluate nonconformities, although it can summarize all types of data. It is
perhaps the diagram most often used in management presentations.
To create a Pareto diagram, the
operator collects random data,
regroups the categories in order
of frequency, and creates a bar
graph based on the results.

Figure 4. By rearranging random

data, a Pareto diagram identifies
and ranks nonconformities in the
quality process in descending
order.

CAUSE AND EFFECT DIAGRAMS

The cause and effect diagram is sometimes called an Ishikawa diagram after its inventor. It
is also known as a fish bone diagram because of its shape. A cause and effect diagram
describes a relationship between variables. The undesirable outcome is shown as effect,
and related causes are shown leading to, the said effect. This popular tool has one severe
limitation, however, in that users can overlook important, complex interactions between
causes. Thus, if a problem is caused by a combination of factors, it is difficult to use this tool
to depict and
solve it.
Figure 5. Fish bone
diagrams display
the various possible
causes of the final
effect. Further
analysis can
prioritize them.
A fish bone
diagram displays all contributing factors and their relationships to the outcome to identify
areas where data should be collected and analyzed. The major areas of potential causes are
shown as the main bones, Later, the subareas are depicted. Thorough analysis of each
cause can eliminate causes one by one, and the most probable root cause can be selected
for corrective action. Quantitative information can also be used to prioritize means for
improvement, whether it be to machine, design, or operator.
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HISTOGRAMS
The histogram plots data in a frequency distribution table. What distinguishes the histogram
from a check sheet is that its data are
grouped into rows so that the identity of
individual values is lost. Commonly used
to present quality improvement data,
histograms work best with small
amounts of data that vary considerably.
When used in process capability
studies, histograms can display
specification limits to show what portion
of the data does not meet the
specifications.
After the raw data are collected, they
are grouped in value and frequency and
plotted in a graphical form.
Figure 6. A histogram is an easy way to see the distribution of the data,
its average, and variability.

SCATTER DIAGRAMS

The scatter diagram graphs pairs of numerical

data, with one variable on each axis, to look for a
relationship between them. If the variables are
correlated, the points will fall along a line or curve.
The better the correlation, the tighter the points
will hug the line.
Figure 7. The plotted data points in a scatter diagram
show the relationship
between two variables

CONTROL CHARTS
A control chart displays statistically determined upper and lower limits drawn on
either side of a process average. This chart shows if the collected data are within upper and
lower limits previously determined through statistical calculations of raw data from earlier
trials (Figure 8).
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In preparing a control chart, the mean upper control limit (UCL) and lower control limit (LCL)
of an approved process and its data are calculated. A blank control chart with mean UCL
and LCL with no data points is created; data points are added as they are statistically
calculated from the raw data.

Figure 8. Data points that fall outside the upper and lower control limits leads to investigation
and correction of the process

What Is It

Direction: Define the following:

1. Quality

2. Flow Chart

3. Check Sheet

4. Pareto Diagram
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What’s More

Direction: Create a Fish Bone diagram based on the problem given. List down your analysis on the
problem as much as you can.

Problem:

No computer monitor display

MACHINE METHOD

NO MONITOR
DISPLAY

MEN MATERIAL
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What I Have Learned

Do you think Applying Quality Standards at work is important? Why?

Why?

YES NO
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What I Can Do

List down 10 Items found in your home. Evaluate the product according to its durability,
price, quality, appearance and functionality.

Appearance refers to the overall design of an object.

Durability refers to the ability to withstand wear, pressure or damage.
Functionality refers to how well the item serves its purpose.
Price refers to the amount of money being paid in exchange to the effectiveness of the
product.
Quality refers to the reliability of the product to perform its intended function.

Items Appearance Durability Functionality Price Quality Can it be

X or / X or / X or / X or / X or / improved?
YES/NO
1.

2.

10
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SUMMARY

The factors that must be taken into consideration when choosing the right material
are: selection of material, testing of material, and cost of material. There are also
characteristics of the materials to be used for a specific project that must be evaluated
carefully. These include its quality, reliability, suitability, and cost.

Once the materials are received, it is important to assess its quality. There are
specific procedures to follow during the receiving of materials, receiving of reports, returning
of merchandise, and making an inventory report of the materials.

Workplace Procedure is a set of written instructions that identifies the health and
safety issues that may arise from the jobs and tasks that make up a system of work. A safe
working procedure should be written when: designing a new job or task, changing a job or
task, introducing new equipment, and reviewing a procedure when problems have been
identified.

There are types and work-related errors that can affect the quantity and quality of
work. These include poor attitude towards work, resistance to change, inappropriate
interpersonal relations, and inappropriate physical behaviour.

Quality improvement is a systematic approach to the elimination or reduction of

rework, waste, and losses in the production process. The parts of quality management are
Quality Control, Quality Assurance, Quality Improvement, and Quality Planning.